Customer Complaints Manager
Core
Lead a team handling formal merchant complaints and regulatory escalations (including FOS) for a fintech platform serving local businesses across Europe, while driving proactive case management to prevent escalations.
Role type
Senior Customer Complaints Manager (Team Lead)
Builds
A proactive complaints and escalations function that feeds insights back into Product, Support, and Risk teams.
Domain
Fintech / Payments / Regulatory Compliance (UK FOS)
Deliverable
client delivery | dashboards & analysis
Required skills
Team leadership, formal complaints handling, FOS/regulatory process knowledge, proactive case management, root cause analysis, reporting & governance, commercial instinct, analytical instincts, judgement under pressure
Preferred skills
Fintech/banking background, experience managing teams through casework quality
Technologies
N/A
Responsibilities
Lead and develop a team of four; own end-to-end handling of formal merchant complaints and FOS-escalated cases; build proactive critical case management; define and uphold quality standards for critical cases; turn complaints data into insights for the company; report on complaints volumes, FOS outcomes, and emerging risks to senior leadership
Seniority
Senior, hands-on IC with team leadership
